Service Technician

Job Description

IWK is a market leading, global supplier of tube filling machines, cartoning machines and integrated lines to the Pharmaceutical, Oral care and Cosmetic Industries.  Our headquarters and primary manufacturing center is located in Stutensee Germany, with a second manufacturing center in Bangkok, Thailand and a North American Sales and Service division located in Parsippany, NJ.  A significant portion of our business comes from Field service work.  Our New Jersey location is seeking a Field service Technician, this candidate can reside anywhere in the United States as long as they are 30-45 minutes from airport. 
The candidate must be able to work independently with little supervision. Field service technicians must be able to manage service calls that require more time than anticipated without becoming frustrated or rushing through a job. They must also possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers.

RESPONSIBILITIES

• Provide customer service and support during field visits and tie workflow to schedules to ensure maximum efficiency. Expected travel 70% or greater.
• Manage all on-site installation, maintenance, repairs and testing tasks to ensure proper documentation of all related processes.
• Diagnose errors and technical problems and determine proper solutions to produce timely and detailed service reports.
• Collaborate with the technical team and share information across the organization to build positive relationships with clients and coworkers.
• Satisfy customer needs by making appropriate recommendations.
• Establish client confidence by studying system requirements, completing the installation, and performing quality assurance tests.
• Maintain customer satisfaction by using creativity and ingenuity to investigate complaints, identify resolutions, suggest enhanced operating techniques, and recommend system improvements.
• Service existing accounts by planning a daily schedule, reviewing concerns, conducting tests, and resolving problems.

QUALIFICATIONS

• Solid Mechanical aptitude
• Solid PLC/Servo motion control aptitude. Experience with Schneider/ELAU preferred
• Some Robotics aptitude
• Ability to function well in high pressure situations
• Heavy travel and flexibility related to travel
• Good computer skills (file management, Microsoft Office)
• Familiarity with remote troubleshooting tools (e.g. TeamViewer, NetSupport Manager)
• Technical degree or certification
• High-level ability to test, troubleshoot, service, and repair automated equipment
• Ability to adapt to dynamic work schedules and flexible shifts
• Superb customer service, communication and self-management skills
• Familiarity with controls applications and tools
• Awareness of electrical, health and safety issues

Additional Information